Job Description
- Department: Commercial
- Reports to: Lead, Ticketing and Reservation
- Location: Accra
Job Purpose To process refund requests in compliance with laid down procedures and strict adherence to the fare rules given by the revenue management team.
Key Accountabilities/Responsibilities
- Review and respond to all refund requests
- Ensure all refund application forms are correctly filled out and the necessary photo ID’s attached
- Identify potential risks of refund fraud
- Keep abreast with ticketing fare rules
- Meet work standards by following quality and customer-service standards, resolving problems and Identifying work
process improvements - Generate accurate refund report for managerial briefing
- Ensure the laid down processes are adhered to and suggest input for review of procedures
- Handle customer feedback, enquiries and complaints with professionalism
- Perform follow-ups on payment of refunds with finance department to ensure refund process has been completed
- Proactively communicate with the customer service desk
- Track refund request complaints to resolve outstanding issues
- Maintain accurate records of refund requests on the refund verification sheet
- Ensure refunds are processed within the stipulated time frame
Required Skills or Experience
Competence & Skills
- Ability to effectively prioritize tasks in a high-pressure environment
- Effective oral, electronic and written communication at all levels of the organization
- Ability to document processes, procedures and results
- Experience with working in a team-oriented, collaborative environment
- Experience conducting staff training
- Self-motivated and ability to work under pressure
Qualification & Experience Requirements
- Knowledge of Radixx
- A bachelor degree from a recognized University
- An IATA Diploma in Airline ticketing and reservation will be an advantage
- Knowledge in ticketing functions, reservation, issuing, modifications and refunds
- Ability to look for deficiencies that may not be obvious
- Good communication and analytical skills
- High degree of integrity and confidentiality
- Self-motivated, proactive and highly organised
- Numerical competence
- A team player with interpersonal skills
- Excellent verbal and written skills
How To Apply
To apply for this position CLICK HERE
Deadline for Application: 19th January, 2022.
Only shortlisted applicants will be contacted.
